Company: PropertyInfo Corporation
Job Title: STC CRM Account Manager I
Reports to: CRM Account Functional Specialist
Location: Houston, TX
The STC CRM Account Manager will be responsible for the adoption of Salesforce.com as well as other title and escrow related programs for Stewart Title Affiliate operations. The primary focus will be to process all new associate on boarding needs or terminations within the CRM system. You will serve as the first level adoption liaison and provide training and user support as directed by the CRM Account Functional Specialist. The goal of our CRM team is to continually drive our offices to adopt and improve the use of our CRM product and to support the understanding of how other core products such as AIM, Stellar Reports, SureClose and Outlook interface as the primary data feeds to the CRM system. This individual will be working closely with both our Stewart Business Development Officers (BDO) and Sales Managers as the principle users of the system and coordinating with STC Account Management team in relation to the input/data entry standards which directly impact our BDO's ability to use the system to gain more business. This position is responsible for maintaining the systems and methods outlined by the CRM Account Functional Specialist and other management groups that insure long term customer satisfaction including but not limited to providing training and support resources, using existing reports to measure progress and maintaining an open communication to the Stewart Title Affiliates in order to provide a unified and connected appearance to Stewart and PIC customers.
Training and Reporting on STC BDO's and Sales managers use of Salesforce.com
o Creation of a weekly touch or Account Management program to ensure all new associates are engaged in the on boarding process as it relates to Salesforce CRM and that their product adoption continues to grow, specifically during their first 6 months of employment.
o Guide users on how to effectively produce month Production Reports as defined by sales management and assist with the creation of non-standard reports if needed.
Develop the processes to ensure that customers are satisfied
o Creation and management of a user group conducted monthly via Webex
o Use of Salesforce.com Chatter and other functions to communicate updates tips and other general communications to STC Salesforce.com users.
o Maintaining user portals that provide specific online help for BDO's and sales managers. Also will create Webex and training aids that will be posted on the portal and support use of the eLearning Center for certifications.
o Develops a proactive approach to ensuring that Stewart Affiliates are contacted regularly and are aware of ways to find answers on their own with the user portal.
o Develop creative ways to solve customer problems and sometimes work around product deficiencies
Communication and Reporting
o We will need to expand reports at the user level as well as the executive level. These reports will help determine the effectiveness of training and communication in the organization on Salesforce.com.
o Must help drive adoption and demonstrate with improving regularly reported metrics.
o Responsible for the communication of the on-going changes in Salesforce.com out to the field while reporting on the progress back to management.
o Collect information from field operations that would be useful in determining product direction in the future
o Must have experience with Salesforce.com or other enterprise level CRM applications.
o Must be a team player, a change leader, demonstrate positive energy, interact well with employees from various departments and demonstrate exemplary follow through/ownership in all aspects of assigned duties.
o Qualified candidates must possess excellent customer service skills including the ability to get end users excited about our products and support opportunities with a positive outlook.
o Must possess excellent written, verbal and interpersonal communication skills and basic math skills.
o Must possess good computer skills including the ability to utilize word processing, e-mail and spreadsheet, Webex and Internet browsers. MS Office experience required.
o Experience with our applications (SureClose, AFW, AIM+) or other title production systems is preferred.
o Knowledge of title and closing business or real estate industry preferred.
o Must be able to present training materials and present product information via public speaking engagements as called upon.
o High School Diploma or equivalent. College degree preferred.
o Some travel will be required.
o Must be located in the Houston Area.
Stewart - 15 months ago